wise men sap ondemand support services-webinar

SAP On Demand Support Services

Wise Men Confidential

www.wisemen.com | [email protected] | +1 281-953-4500

Krishna Prasad NanduriManager – SAP Practice

Jan 29, 2015

mailto:[email protected]


Agenda

Introduction to Wise Men

Introduction to the Speaker

Wise Men SAP Practice


Summary

Q&A

2

Introduction to Wise Men

Wise Men Confidential 3


About Us

4

Wise Men: US-based WMBE

• Established in 1997

• Technology and Supply Chain solutions

• HQ: Houston, Texas, US

• Canada & Dubai

• India: Hyderabad and Pune

18+Years in the industry

8+

500+

Vertical specializations

5Locations across the globe

Employeesglobally

Introduction to the Speaker



About Speaker – Krishna Prasad Nanduri

Krishna Prasad is an industry leader with over 20 years of experience in

SAP implementations, upgrades and rollouts for end-to-end solutions. He

currently heads SAP Practice for Wise Men. He has the best of vertical

knowledge in Food & Dairy, FMCG, Hi-Tech and Automotive sectors.

Krishna Prasad has expertise in establishing Business processes within

build controls and standardization & integration of supply chain

management.

6

Wise Men SAP Practice



SAP Practice Overview

8

PARTNERSHIP Service partnership with SAP

Extended business relationship (EBR) for

re-selling with SAP

Global Mobility Apps partner

Analytics Reseller

CUSTOMER BASE Supports Fortune 500 companies like

CNP, Exxon Mobile, BP and Schlumberger

Committed to growth by investing on

resources & techniologies

GLOBAL LOCATIONS Houston is hub and operations in Northeast

and California

Operations in India and ME

BUILD PRACTICE Experienced team in USA and India

RDS Solution in TM, EWM, Utility ,

Healthcare and Wholesale Distribution

POC systems for HANA, BO, Mobility

Certified offshore support facilities in India


Wise Men Range of Capabilities

9

Center of Excellence (COE)

• Subject matter experts

• Knowledge Repository

• Best Practices for Verticals

Methodology

• Proven Methodologies for:

Support, Upgrades,

Implementation

Critical Mass of

SAP Resources

• Access to deep expertise

• Vertically aligned resources

• Trained & Certified Consultants

Global Delivery Model

• Leveraging costs by Offshore

Onsite Model

• Secure infrastructure and

Development Centers

• In place Project Governance

SAP Infrastructure

• Development Infrastructure

• Operations Infrastructure

• Execution Infrastructure

SAP Special Tools

• Upgrade assessment

• Focused effort determination


Wise Men SAP Support Services

11

Application support and Maintenance

ServicesSAP Functional

Support ServicesSAP Technical

Support ServicesSAP Analytics

Support ServicesTicketing tool &

Reporting

Delivery Models

Global Delivery

Application Support

Dedicated Application

Support

Centralized shared

Application Support

Flexi-Core Application

Support


Application Support and Maintenance Services

Flexibility in application management

Optimizing Business applications

Cost-effective

Continuous improvement

Stabilizing the SAP environment

Our SAP Support Services are committed to establish a high performance, quality operation by

providing reliable support processes, focused on flexibility and the ability to recognize trends

and adapt quickly to technical and business needs of our customers

12


Services



Functional Technical AnalyticsReporting &

Ticketing Tool

Wise Men has a deep

understanding of how to

improve business processes and

functions to achieve high

performance. We have

developed a number of

innovative functional solutions

using SAP technology, to help

organizations get the most out of

their SAP investments.

We offer functional support for

Core and niche SAP Modules

Wise Men can offer a range of

technical support services

ABAP:

Enhancements and bug fixes

Migration and Upgrade support

Documentation Support

QA/QC Support

BASIS:

Installation of Support packages

and Additional Languages

Online & Offline Backups

Incremental and Cumulative

backups

GRC:

Access & Process Control

Risk Management

SAP GRC Dashboard

Wise Men offers High quality

Operational BI reporting Support

Activities:

Functional Dashboards Support

Activity

In Memory Database Tools like

SAP HANA Technical Support

Business Planning System Support

Mobility & Predictive Application

Support

Wise Men provides its

clients with seamless

integration of SAP

SOLMAN with their SAP

systems, which eases

the task of raising

tickets/issues and

having a track of them at

one place.

Wise Men support

services include service

level analysis & monthly

reporting for its clients

Support Services

SD, MM, PPPS, HR, PM,QM, FICO, Etc.

CIN, Batch Mgt., TM, DMS, RetailCache Weight Mgt.,Etc.

Core Niche


User Support Production Support

24 x 7 Help desk

Responding and resolving the user queries

Updating the resolution in Knowledge

Repository

Preparation of trouble shooting checklists to

resolve maximum issues in less time at first

level

Providing necessary documentation to users to

resolve issues at their level

Providing solution documentation for users

24 x 7 Help desk

Resolving Production Run Requests

Updating the resolution in Knowledge Repository

Generating special reports

Job analysis

Monitoring the healthiness of production systems

Providing batch dump resolutions

Aiding business team in carrying out routine

activities

Preparation of ‘How-to-do’ documents for routine

activities

Functional

ABAP

BI/BW/BOBJ

BASIS

PI / Interfaces

Enhanced User Experience

HANA

Mobility


Wise Men - Service Maturity Model

16

Level 5Optimizing

Level 4Quantitatively Managed

Level 3Defined

Level 2Managed

Level 1Initial

Characteristics of the Maturity Levels

Processes measured and controlled

Focus on process improvement

Processes characterized for the Organization and is proactive (Projects tailor their processes from Organization’s standards)

Processes characterized for the projectsAnd is often reactive

Processes unpredictable, Poorly controlled and reactive

Delivery Models



Wise Men SAP Support Service Highlights

18

24 x 7 Dedicated helpdesk & Production Support

Application Development support

Basis, OS, DB support

SAP SOLMAN integration with client SAP systems

Free service level analysis & monthly reporting

Web based SOLMAN connectivity

Application Support and Maintenance

Dedicated teams

SLA based fixed price engagements

Transition with Risk Reward Pricing Model

Dedicated Application Support

Shared resources

SLA Based Fixed Price Engagements

Virtualized delivery centers

Centralized Shared Support

Core & Shared Resources - option

Competency aligned service delivery

Virtualized delivery centersFlexi-Core Support

On site off shore delivery Support model

Offshore based KT - 80-20 Rule for Non Critical Applications

Global DeliverySupport


Global Delivery - Application Support Model

On site off shore delivery Support model

Offshore based KT - 80-20 Rule for Non Critical Applications

Ability to provide round-the-clock services

Scalability (Ramp-up and Ramp-Down Flexibility)

Enforces worldwide best practices

Ability to leverage local skills and cost structure


Dedicated - Application Support Model

Wise Men has wide experiences in providing SAP application support for various

organizations on a global basis – covering Functional, Technical and Basis support.

The following are the key value proposition of our SAP Dedicated - Application

Support Model:

Dedicated Support Team

Commitment to SLAs

Standard Operating Procedures

Effective Monitoring & Control

Metrics Reporting and Root Cause Analysis

Continuous improvement program


Centralized Shared - Application Support Model

Wise Men is currently working with

multiple customers to provide SAP

support services on shared service

model, aimed at reducing overall

support and maintenance cost of

customer, while deriving benefits

of dedicated support.

The shared service support is

provided by a common pool of

dedicated consultants servicing

multiple customers.


Flexi-Core - on-Demand Application Support Model

Flexi-Core Model allows our customers to leverage

custom / Tailor-made application support Services

Flexi-Core Model provides various flexible options:

Option to choose the resources and technologies you need

from time to time

Option of covering various time zones

Option of fixed hours billing and flexi hours billing

Option of changing, adding and deducting the resources any time

Option of shifting to dedicated support

Option of choosing a separate team for enhancements, upgrades etc.


Support Services - Cost Effectiveness & Flexibility

Flexibility

Cost

Effect

ive

High

Dedicated Application Support

Model :

• Dedicated teams

• SLA based fixed price engagements

• Transition with Risk Reward Pricing

Model

Flexi -- Core Application

Support Model :

• Core & Shared Resource

• Competency aligned service delivery

• Virtualized delivery centers

• Leverage of common toolsCentralized shared

Application Support Model :

• Shared resources

• SLA Based Fixed Price Engagements

• Virtualized delivery centers

Low High

Models - Summary



Delivery Models Summary

Dedicated Centralized Shared Flexi Core/Shared

1. Cost Higher Lower Optimized

2. Special Limited Available Available

skills

3. Risk Lower Higher Mitigated

4. Tools & Client specific Centralized Industry best practices

processes Non-standardized In-flexible Customized & flexible

5. Pricing Fixed Parameter based Parameter based

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Q&A


Keep pace with rapid technological changes, Contact:

[email protected]

+1 281-953-4500

Copyrights 2015. Wise Men. All Rights Reserved.

Wise Men’s onDemand Support Service models are designed to achieve the most

cost-effective way to reduce the support and maintenance cost while continually

improving and stabilizing the SAP environment for our clients

wise men sap ondemand support services-webinar

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